Our complaints process has 3 stages. You can make a complaint by email, phone or in writing.
: 0800 021 3016
In the descriptions below, 'working days' are Monday to Friday excluding public holidays, starting from the day we receive the complaint if it reaches us before midday.
Complaints about council employees are entered at stage 2.
Your complaint will be investigated within 7 working days by a member of staff from the service you complained about. Our complaints team will track your complaint.
If you are not happy with the response you may ask that it be escalated to stage 2. You must ask for this no later than 28 calendar days from our initial reply.
When you ask for your complaint to be escalated you must explain why. The response at stage 1 will tell you how to do this.
If your complaint is recorded at stage 2, a senior member of staff will investigate your complaint within 15 working days. Our complaints team will track your complaint. If your complaint is not recorded at stage 2, the department will explain the reasons to our complaints team and you will be informed of this decision.
If you are not satisfied with the response you may ask that it be escalated to stage 3. You must ask for this no later than 28 calendar days from our initial reply.
If you are not satisfied with our stage 2 response, or if you have been informed that your complaint is not going to be escalated, you can ask for an independent investigation of your complaint. The response at stage 2 will tell you how to do this.
A senior officer in our complaints team will review your complaint and, if an investigation is needed, this will be completed within 15 working days. If it is decided that nothing further is to be gained from a stage 3 investigation, you will be informed and advised of the next options available to you.
After stage 3
If you are still not satisfied after your complaint has been through all stages of our complaints procedure, you can refer it to either the Local Government Ombudsman or the Housing Ombudsman. We will tell you in the stage 3 response which ombudsman is most appropriate.